Improvement Priorities and Targets in Quality of Services of Public Transport Terminal: A Case Study in Purabaya Terminal Surabaya Indonesia

The quality of service of public transport terminal in Indonesia is getting lower over time. This condition is caused by declining of people interest to public transport. This study aims to determine the priorities and targets in improvement and enhancement on the service quality of public transport terminal of Purabaya, Surabaya City Indonesia. Purabaya is one of the largest terminal types in Indonesia and Surabaya is the largest city in province East Java Indonesia. There search method is extracting information of customers needs that called voice of customer(VoC). The customers are passengers who use terminal and its facilities. The analyzing that are applied consist of importance performance analysis(IPA) and quality function deployment(QFD). IPA is applied to get level of importance customer, and QFD with house of quality (HoQ) is used for technical response from terminal management institution. IPA results explained that the highest priority attributes are requirement to get transport modes. While QFD analysis result technical response to improve transport services to become high target with the highest own performance score is 798.118. While the technical response of providing banking facilities, ATM and money changer being low target because they have the lowest own performance score that is746.429. With the two analyzing methods that were identified improvement priorities and targets of Purabaya terminal service based on level of importance, satisfaction, and expectations customer